Note: The job is a remote job and is open to candidates in USA. Cognizant is an IT services company seeking an experienced AWS Connect Administrator to manage, support, and optimize Amazon Connect contact center environments. The role focuses on platform administration, IVR and contact flow management, troubleshooting, enterprise integrations, reporting, security, and continuous improvement.
Responsibilities
- Administer and maintain Amazon Connect environments, including contact flows, queues, routing profiles, security profiles, and user management
- Design, configure, and optimize IVR workflows, call routing, and self-service capabilities
- Troubleshoot contact center issues related to telephony, call routing, agent connectivity, and voice quality
- Support integrations between Amazon Connect and enterprise platforms such as ServiceNow, CRM systems, Microsoft Teams, Active Directory, and AWS services
- Monitor platform performance, availability, and operational health while ensuring timely incident resolution
- Develop and maintain operational reports and dashboards to track contact center performance metrics
- Implement security controls, maintain compliance standards, and support audit requirements
- Drive automation and process improvements using AWS services, APIs, and workflow automation tools
Skills
- Applicants must have valid US work authorization
- Hands-on experience administering Amazon Connect in a production environment
- Strong knowledge of contact flow development, IVR design, queue management, and routing configurations
- Experience with AWS services including Lambda, IAM, CloudWatch, S3, SNS, API Gateway, and Amazon Lex
- Knowledge of contact center technologies, telephony, ACD routing, and omnichannel support
- Experience with IT service management processes, including incident, problem, and change management
- Strong troubleshooting, analytical, and problem-solving skills
- Excellent communication and stakeholder management abilities
- Ability to support after-hours or on-call activities when required
- Experience integrating Amazon Connect with ServiceNow, Salesforce, Microsoft Teams, or other CRM/contact center platforms
- Knowledge of AI-enabled customer service solutions and chatbot technologies
- Experience with reporting tools such as Power BI
- AWS and/or ITIL certifications preferred
- AWS Certified Cloud Practitioner
- AWS Certified SysOps Administrator
- AWS Certified Solutions Architect – Associate
- ITIL Foundation
Benefits
- This is a remote role.
Company Overview